Keyfax Repairs Diagnostics and General Enquiries has been integrated with all of the major Housing Management Systems, to date over fourteen, including many flavours of online portals for customer self-service. An increasing number of customers have been looking at Keyfax integrated with MS Dynamics CRM.
Most other Keyfax integrations are wholly developed and owned by the Housing Management System (HMS) provider. Sometimes this begins with a Minimum Viable Product (MVP) which rarely harnesses the real power of Keyfax, and is rarely expanded. After go-live when technical support calls arise to resolve an issue between the systems, often the Omfax support team has little to go on, with minimal documentation.
Therefore Omfax have developed a standard integration for MS Dynamics, which is fully documented, and provides a rich functional interface to Keyfax which is easily extended. This also means that we don’t have to understand and support different integrations from multiple suppliers.
With the new MS Dynamics Keyfax integration, if we meet any issues, they are ours to fix, and will always be our highest priority. And from our deep understanding of Keyfax, this development goes well beyond MVP to give users the power to make their own changes.
With this Dynamics integration customers can:
The MS Dynamics Keyfax integration currently supports Web Legacy and Unified Interface modes, and will shortly support Dynamics Unified Interface within the Dynamics 365 App. (as of Winter 2019)
Using Plugin technology, a Keyfax ‘Launch’ button can be easily added to any Dynamics Form.
Imagine a Contact Centre User has identified an individual tenant in Dynamics. The CC user chooses a new repair and then hits “Launch Keyfax Scripts” which pops up the Keyfax browser window over the top of Dynamics:
Keyfax is passed the name and address details, but can also be configured to receive any other data held in Dynamics.
When the script completes, data elements are mapped from the Keyfax ‘export’ data back into the individual fields of the Dynamics Form, as shown in the Repair summary:
All basic Dynamics data types are supported along with Lookups, Option Sets, and Option Pairs etc. You can set default values to be used where data elements are missing, and these can be set in the Mappings.
For general troubleshooting and to help with building Mappings a ‘Logging’ mechanism is provided. This shows all data sent and received from Keyfax.
The Mappings define which data elements are sent to Keyfax on start-up. These mapped data elements are available to Keyfax scripts and greatly enhance the script’s power and capabilities, often reducing the number of question and answer steps required.
If you need more data to use in your Keyfax scripts, like the Housing officer for this tenant, or their heating type, then you can simply include that in the start-up data.
For the real tech savvy, within Dynamics, FetchXML can also be used to construct a query to provide any additional data elements, e.g. parental Account/Contact details.
With the configurability that the Dynamics/Keyfax integration provides, the possibilities of harnessing the power of Keyfax scripts by a variety of Dynamics business areas is now something that customers can control and further develop themselves.
Please contact us to enquire about a demonstration or for licensing and support costs.
This blog post originally appeared as an article in the November 2019 edition of Housing Technology.
© Copyright 2019 The Intelligent Business Company, publisher of Housing Technology magazine.
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